I get that making it easier to file complaints can be bad, but there seems to be a software solution here. Things like prioritizing the work orders from tenants that seldom file complaints, or use the work order history to calculate to total cost of the tenant and price the lease renewal accordingly. This might all be impractical for legal reasons, but having the data seems like a good first step to solving the problem.
I think one issue here is that the majority of tenants do not see entering in a work order online as a viable or quick resolution. If someone's toilet overflows at 3am, they need someone awake and responding right then if possible. To them, entering a request for plumbing repair seems like getting in line at the DMV, and to be honest, it would feel like that to me as well.
Not decrying a software solution, but while I pay almost every bill online, most of the tenants I've had just pay cash or check, and we have an online option.
